Communications Center Manager - TruPartner Credit Union

TruPartner Credit Union in Cincinnati, Ohio is actively seeking an outgoing, inspiring Communications Center Manager to lead the credit union's response team to member inquiries via telephone, email, chat, and other electronic communication tools. communicate with members about plans and services. Are you a positive person that flourishes with social interaction? Do you enjoy helping the community with quality customer service? Are you looking to join a team-oriented and top-industry company? If yes, keep reading!

We provide great benefits and perks, including health, dental, vision, prescription card coverage, life and disability at no cost to employees, immediate enrollment in our 401(k) plan, and an onsite gym available 24/7. If this sounds like the right call center opportunity for you, apply today!

A DAY IN THE LIFE OF A COMMUNICATIONS CENTER MANAGER

Do you love leading and developing a strong team with a passion for serving others? Can you stay calm under pressure? Do you have strong communication skills, both verbal and written? Are you able to quickly adapt and think critically to solve any problems that arise? Do you have excellent organization and time management skills? If so, we want you to join our TruPartner team!

ABOUT TRUPARTNER CREDIT UNION

Our organization was founded in 1937 by Louise McCarren Herring, who was a pioneer in the credit union industry, having started over 500 credit unions in her lifetime. Louise's goal was to help each person attain their personal economic goals. TruPartner has always believed in this philosophy of "people helping people". Now, we are leaders in the financial industry. We offer numerous products for our members to help them save money for the future as well as various lending options for their short and long-term needs. Our savings products pay dividends and our loan rates are very competitive with the market. Most of all, we love to give top-notch service to our 17,000+ member-owners.

The credit union is filled with friendly, courteous, knowledgeable, and educated staff that offer a team-oriented and collaborative environment for everyone to succeed!

ESSENTIAL FUNCTIONS AND BASIC DUTIES

• Ensure Communications Center operations are in accordance with established policies, procedures, legal and regulatory requirements and are well coordinated with other departments. Provide guidance and direction to Communications Center staff.
• Develop and maintain a thorough knowledge of credit union products and services. Cross-sell member appropriate products and services to meet member's finanical needs.
• Provide prompt, accurate and professional service to members and staff requesting service over the phone, through the mail, through email, through online banking/chat, and in person as needed. Ensure all member questions and complaints are resolved in a timely manner.
• Monitor, collect, analyze, and report Communications Center statistics. Adjust operations as needed to meet established goals related to hold times, call times, and member satisfaction.
• Understand and support various technologies, such as online and mobile banking.
• Manage the credit union's main phone tree/phone queue and make adjustments as needed. Work with marketing department to ensure proper recordings are uploaded and reflect current promotions while members are on hold.
• Participate in recruiting, interviewing, hiring, training, developing, and coaching contact center staff. Evaluate resumes, applications, and interviews resulting in good hiring decisions.
• Coordinate, supervise, and effectively schedule the contact center staff.
• Actively train, coach, develop, motivate, and support contact center employees so they can provide an exceptional member experience. Ensure contact center staff handles complaints through properly researching, proposing solutions, and resolving problems according to established policies and procedures.
• Conduct regular meetings with staff to inform, coach, and train. Discuss areas needing improvement and any changes in procedures. Schedule additional training opportunities as appropriate.
• Track individual employee progress and conduct performance appraisals at least annually. Give ongoing feedback and keep complete, accurate, and legal documentation concerning employee performance. Handle corrective actions or terminations according to established policies and procedures.

ADDITIONAL DUTIES AS REQUIRED OR ASSIGNED

• Keep management informed of area activities and of any significant problems. Provides suggestions and input for policy/procedure changes, improved member service, and/or greater account retention.
• Ensure TruPartner's Brand Attributes and Service Standards are adhered to.
• Fill in for Communications Center or branch personnel as needed.
• Perform other job-related tasks as requested.

QUALIFICATIONS

Education/Certification:

• High school graduate or equivalent.
• Additional college coursework in business or finance is preferred.

Required Knowledge:

• Thorough knowledge of credit union products and services.
• Understanding of credit union operations & philosophy
• Understanding of related legal and regulatory requirements.

Experience Required:

• Minimum of two to three years of related experience in a financial institution.
• Supervisory experience is preferred.

Skills/Abilities:

• Excellent interpersonal, leadership and member service skills.
• Excellent supervisory and training abilities.
• Well organized.
• Attention to detail.
• Ability to understand, interpret, and enforce policies and procedures.
• Ability to understand, use, and support various communication methods.
• Ability to operate related computer applications and business equipment.
• Ability to understand, use and support technology.

WORK SCHEDULE The Communication Center is open from 8:30 AM to 5:00 PM Monday through Friday, and Saturdays from 9AM to 1PM. You will need to determine the schedule of your team to meet those needs. Your flexibility provides excellent customer service that our members and team greatly appreciate.

ARE YOU READY TO JOIN OUR TEAM?

If you feel you'll be the perfect fit, apply now using our initial 3-minute, mobile-friendly application.

For the full job description, see our jobs website at https://www.applicantpro.com/openings/trupartnercu/jobs